If you have not received your items,please follow these steps:
1. Find out order status.
1)Customer with an account
You can log into your KIGU account to find out whether the order is shipped or not. There is a tracking number in shipped order detail.
We also send email after order is shipped but it may be in your spam folder.
2)Customer without an account
Customers who used fast checkout do not have an account. We will send email to inform tracking information.
If you can not find any shipping information in your order or if you have not received any email, please contact us at firstname.lastname@example.org.
2. Track your order
Chinapost : http://intmail.183.com.cn/icc-itemstatusen.jsp
Exceptions and Solutions:
1. If KiguOne has not ship your order and you can not wait any longer, we will issue full refund.
2. Wrong Address
1)KiguOne write address incorrectly on shipping document.
Solution: We contact shipping service to change address. If it can not be done, we will issue full refund.
2)Customers left wrong shipping address when making the order
Solution: We contact shipping service to change address. If it can not be done, the package will be returned or abandoned. We are not able to refund.
Please help us call shipping service to facilitate the process when address is wrong.
3.Recipient not available.
If DHL and Fedex can not deliver a package at the 1st time, they will try again and call. You can also call them too to arrange a time for redelivery. If they can not get in touch with you and you are always not available, the package will be returned or abanadoned.
If package is shipped by EMS, it will be kept at post office when you are away. Please collect it in 5 days.
We are not able to refund if package is not delivered because recipient is not available.